Tier II Technical Support Specialist

Job description

DenaliTEK is looking for a driven and client-focused Tier 2 Service Technician to join our Operations team. This role is ideal for someone who thrives in a fast-paced MSP environment, enjoys solving technical problems, and takes pride in delivering exceptional customer service. As a Tier 2 Service Technician, you’ll serve as a trusted escalation point for client support issues while helping maintain the high standards and “White Glove Service” experience our clients expect from DenaliTEK. What You’ll Do: Client Support & Ticket Management: - Troubleshoot and resolve desktop, Microsoft 365, networking, and user support issues - Manage and prioritize service tickets while maintaining accurate documentation - Deliver timely, professional communication to clients throughout the support process - Escalate complex infrastructure or vendor-related issues appropriately - Ensure tickets meet SLA expectations and internal quality standards Technical Responsibilities: - Support Windows workstations, printers, peripherals, and business applications - Assist with onboarding/offboarding tasks, account setup, permissions, and device deployments - Troubleshoot networking issues involving TCP/IP, D...